Customer Success Managers (CSMs) are responsible for building and maintaining relationships with existing Fuze, with a Focus on Retention, Adoption around our communications and SaaS products, as well as looking for opportunities for expansion – increasing the Value customer finds from our suite of products. CSMs are regularly talking to customers and assisting with needs such as general account questions, service adds, project coordination, and facilitating occasional Billing and Support resolution. Customer Success Managers must be able to communicate new services and products to both C-Level business owners as well as technical users (e.g. IT Managers, Helpdesk Managers, etc). A high degree of understanding of technical terminology and a keen desire to learn is considered advantageous and pivotal to this role. If you’re looking to find a great deal of variety in your day-to-day initiatives, this role will not disappoint. If you like to dive right in and roll up your sleeves and play a key role in maintaining solid business relationships and building new ones, the Customer Success team is the place to be! 

What You'll Do:

• Delivering customer success by being a recognized advocate within Fuze when required.
• Balance/prioritize multiple lines of communications across many customers, tracking support issues, small projects, product inquiries, billing issues then formulating and documenting action plans.
• Defining realistic customer expectations around the product, billing, support, project elements being addressed by coordinating internal resources that produce solutions and positive business outcomes for the customer.
• Defusing anxious stakeholders and managing stressful conversations with customers by efficiently applying the proper Fuze resource.
• Educating customers on proper processes. Self-help, and training options thereby removing needless intervention from Fuze where appropriate.

What You'll Need:

• 2+ years UCaaS/Telecom Service or customer support role or related work experience
• Entrepreneurial, consultative mindset, taking ownership of situations and applying proper resources and methods to address customer success issues and interest
• Ability to ask key discovery questions that uncover hidden challenges, roadblocks, to satisfy defined positive business outcomes in addition to technical resolution.
• Ability to take comprehensive view of Customer situation, prioritizing and understanding and qualifying customers’ critical needs versus secondary “nice-to-haves.”
• Direct conflict resolution - de-escalating Customers, reassuring them proper resources are being dedicated towards their concerns.
• Ability to build trust through consistent communication, confirming customer needs and providing follow-ups and progress on a timely basis.
• Passionate about making customers successful through positive and consistent communication with a wide range of customer stakeholders

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